WHAT ARE AFCA DETERMINATIONS?

DECISIONS ABOUT
FINANCIAL COMPLAINTS.

An AFCA determination is a written decision made by the Australian Financial Complaints Authority about a complaint involving a financial firm.

Published determinations explain the issues considered, the information available to AFCA, its reasoning and the outcome of the complaint.

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WHAT IS AN AFCA DETERMINATION?

AFCA is Australia's external dispute resolution scheme for complaints about financial firms. It considers complaints from consumers and small businesses about products and services such as banking, credit, insurance, investments, superannuation and financial advice.

If a complaint is not resolved through earlier stages of AFCA's process, an AFCA Decision Maker may issue a determination. A determination is a written assessment explaining how AFCA decided the complaint should be resolved.

WHAT CAN YOU FIND IN A PUBLISHED DECISION?

Published AFCA determinations may include:

  • the relevant financial firm
  • the financial product or service involved
  • the issues raised in the complaint
  • AFCA's reasoning and findings
  • the outcome and any remedy

AFCA generally identifies the financial firm in published determinations, but complainants and other individuals are de-identified to protect privacy.

WHY AFCA DETERMINATIONS MATTER

AFCA determinations can help insurance professionals, financial services lawyers, compliance teams, investment analysts and researchers understand how particular financial products, complaint issues and firm conduct have been considered by Australia's financial complaints authority.

They are not court judgments and should not be treated as binding legal precedent. Each matter depends on its own facts, evidence and applicable rules, codes and legal principles.

HOW DATAV3 HELPS

DATAV3 brings millions of records from more than 50 Australian government and public sources into one search workflow. Search AFCA determinations alongside ASIC records, court filings, company information, government contracts and other relevant datasets.

This helps insurance professionals, financial services lawyers, compliance and risk teams, investment analysts and researchers investigate a financial firm, insurance issue, organisation or matter with broader context.

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OFFICIAL SOURCE

AFCA: Search published decisions ↗

Last reviewed: 5 September 2026